Service as a part of the product
A large part of the kvik.shop e-shop is customer support. Many of the questions and requests we receive from you, our customers, need to be taken care of by our highly qualified experts. Those consultations are not, and have never been a free part of the kvik.shop e-shop.
We offer those consultations as a paid additional service. The various prices can be found in the modules in the admin section. We will gladly share with you the e-commerce know-how we have gained in the several years in the industry. Those informations will improve your decision making and help you to be one step ahead.
Segmentation of customer support levels
For a better understanding of what the consultation consists of, we have prepared 3 levels of support.
Level 1 Support - Advise on where to find necessary settings, help or specific articles that will help you solve your issue. Employees on this level do not need to have in-depth technical knowledge or knowledge of third-party systems. If the request exceeds their level of qualifications, it will then be passed to a Level 2 or Level 3 employee.
Level 2 Support - Insufficient information in the system ‘help’ or you can’t figure out how to apply the guidelines in ‘help’ or do you need something special in your e-shop? Then Level 2 Support comes to help you. Your needs/questions will be evaluated by a qualified employee. We will prepare an exemplary procedure including a description of the expected output, before the actual implementation.
This level of support deals with individual requirements and consultations only within the kvik.shop e-shop system.
This level often includes individual data imports, non-standard needs for system behaviour, etc.
Level 3 Support - Does your request overlap with third-party systems and you haven't found the answer in our help or third-party system help? At Level 3, we can consult your needs and move on to a solution on a third-party system. Your need/question will be evaluated by a highly qualified employee. We will prepare and offer you an exemplary procedure including a description of the expected output, before the actual implementation.
This level of support deals with individual requirements and consultations beyond the kvik.shop e-shop system.
This level often includes strategic marketing and business consulting, design consulting, connection to third-party systems, etc.
Example of division
Many requirements can be addressed at various levels. For example, a link to the Google Merchant Center marketing channel.
Level 1 Support - This level would help you with the preparation of an XML feed, activation of an additional module, reference to a document with frequently asked questions and their solutions.
Level 2 Support - This level would address, for example, the optimization of product data based on another source of product data.
Level 3 Support - At this level, the consultation of the connection and related aspects would be addressed if the information described in the existing documents would not be enough for you or you would need help setting up the Google Merchant Center Page.